CX Team Lead – DTC Brands Experience Required
Location
Philippines
Posted
1 day ago
Salary
$7 / hour
Seniority
Senior
Job Description
CX Team Lead – DTC Brands Experience Required
Aventus
• You will be the driving force behind the performance, compliance, and energy of your remote team • Focus on delivering a superior customer experience through meticulous performance management and high-impact coaching • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health • Serve as a positive, high-energy leader who drives team adaptability to new D2C products • Effectively manage personal and team adherence to schedules and break compliance
Job Requirements
- Proven experience leading or managing customer support for a Direct-to-Consumer (D2C) brand or product line
- 2+ years of hands-on experience in a leadership, coaching, or team lead role, preferably in a remote BPO or high-growth environment
- A naturally energetic and enthusiastic approach to leadership that motivates remote teams and creates a positive work environment
- A meticulous, keen eye for detail with a proven ability to manage complex compliance, quality assurance, and granular performance metrics
- Expert comfort using modern productivity and collaboration tools (Slack, Monday.com, Google Workspace) and performance analysis dashboards
- Exceptional written and verbal English communication skills, with a focus on delivering constructive, data-backed feedback
- Documented ability to inspire significant and measurable improvement in team performance through structured, high-impact coaching methodologies.
Benefits
- 100% Remote Work – Work from anywhere in the Philippines
- Career Growth – Opportunities to scale into higher leadership roles
- Competitive Pay – $7/hr + benefits as an independent contractor
- Supportive Culture – Work alongside a team that values transparency and innovation
- People-First Vibes – We believe in fun, flexibility, and thriving together
- Annual Performance Reviews – Your growth is recognized and rewarded
